IT Skills     Business Skills for IT Professionals     IT Service Management     ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA)

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When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT organization. The tools, systems, and networks they use, and the processes and tasks they perform must also be managed. Management of the technical assets and architecture, and management of how those assets and architecture are used, maintained, supported, and delivered are essential to a complete and efficient IT organization.

This course covers the Technical Management function, including its role, objectives, and activities. The course also covers the role and objectives of the IT Operations Management function, and the documentation created and used in this function such as Standard Operating Procedures, Operations Logs, Shift Schedules and Reports, and Operations Schedules.

This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus.

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ITIL® is a registered trade mark of AXELOS Limited.

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Objectives

Technical Management Function recognize the roles of Technical Management in an IT organization classify different Technical Management activities recognize the aims and roles of Technical Management distinguish between different Technical Management activity types IT Operations Management Function recognize the characteristics of IT Operations Management identify how IT Operations Management balances it's dual roles recognize how IT Operations Management is organized identify the different types of documentation produced by IT Operations Management distinguish between the distinct roles of IT Operations Management predict the activities of IT Operations Management, for a given scenario distinguish between different types of documentation produced by IT Operations Management